# Welcome Welcome to the BoolDesk technical documents. Thank you for choosing BoolDesk as your trusted solution for IT management. We are excited to partner with you on your journey to enhance productivity, streamline operations, and achieve excellence in managing your IT infrastructure. Our all-in-one platform is designed to simplify complex processes, empower your team, and provide you with the tools necessary to succeed in today's fast-paced digital environment. These documents serve as comprehensive guides to help you get the most out of BoolDesk. Whether you are setting up your first project, managing assets, deploying patches, or providing remote support, we've got you covered with all the features and functionalities you need. ### Jump right in


Quickstart	Create a incident ticket	How to Create a Ticket (Report an Issue)
Editor basics	Install first agent on your computer	How to Deploy the Windows Agent
More details about remote access	Try to access remote computer	How to Start a Remote Desktop Connection

# Help Desk Module # How to Create a Ticket (Report an Issue) **Overview** Creating a ticket is the standard way to report incidents or technical issues to the support team. BoolDesk provides two convenient ways to initiate a ticket: directly from the user self-service portal or via the quick-action menu for analysts. #### **Step-by-Step Guide** **1. Initiate the Ticket** You can start a new ticket using one of the following methods: * Method A: From the Self-Service Portal (For Users) On the main home screen, locate the Report an Issue card and click on it. This is the standard method for end-users. * Method B: From the Quick Action Menu (For Analysts) If you are working inside the system, click the plus icon (+) (1) in the top header. From the menu that appears, select Ticket (2).

**2. Fill in the Incident Details** The "Report an Issue" form will appear. Fill in the necessary details to help the support team understand and prioritize the problem. * Classification: Select the Urgency (e.g., Medium) and Impact (e.g., Only Me) to establish priority. * Categorization: specific the Category (e.g., IT), Subcategory (e.g., Hardware), and the specific Item (e.g., Device Install) related to the issue. * Requester: Confirm the user experiencing the issue is listed in the Requester field. * Description: Enter a clear Subject (e.g., "Install the new 3D printer") and a detailed Description of the problem or request. **3. Submit the Ticket** * You can optionally attach screenshots or logs using the Attach a file button. * Click Submit to finish. The ticket will be created and assigned a unique ID for tracking.

# How to Create a Ticket (Request a Service) **Overview** A Service Request is the standard way to ask for pre-approved items or services, such as software licenses, new hardware, or access to a system. Using a service request from the catalog is the fastest way to get what you need, as it ensures your ticket is automatically categorized and routed to the correct team. This guide will show you the two primary ways to create a service request from the BoolDesk portal. #### Part 1: Starting Your Request You can start a new service request using either the main portal page or the quick action button available throughout the site. **Method 1: Using the Quick Action Button** This method is useful when you are already on another page within the portal. * Click the plus icon (+) (1) located in the top-right header of the portal. * From the 'Create' menu that opens, choose Request (2) to launch the service catalog.

**Method 2: From the Help Portal Homepage** This is the most direct way to browse all available services. * On the main portal page (), click the Browse Services button to go directly to the service catalog.

#### **Part 2: Selecting and Submitting Your Request** Both methods above will take you to the Service Catalog. From here, the steps to complete your request are the same. **1. Find the Service You Need** * Use the categories on the left (1) to filter for what you need, such as "Application Access." * Click on the specific service you want to request (2). In this example, we'll select Adobe Acrobat Pro.

**2. Complete the Request Form** * On the item's form, fill in the `Description` (1) with any details your IT team might need. For this example, we'll enter, "I need an Adobe Acrobat Pro license." * Click Submit Request (2) to send your request.

#### **Part 3: Tracking Your Request** Your request is now submitted! A ticket has been automatically created for you to track. * As you can see from the ticket details (created today, September 23rd), your request is automatically populated with all the correct information, including the specific Service Item. This ensures it gets to the right team for quick fulfillment. * You can monitor the status of this ticket from your list of open requests in the portal.

# How to assign a ticket to the analyst/analyst group **Overview** Properly assigning tickets is a fundamental part of the helpdesk workflow. It ensures accountability and directs the ticket to the right person or team for resolution. In BoolDesk, you can assign a ticket directly to an individual analyst or to a functional group, which can then distribute the work among its members. This guide will show you how to assign tickets directly from the main list view. #### **Step-by-Step Guide** **1. Navigate to the Tickets List** * From the main navigation panel, click on Tickets (1) to view the list of all tickets. **2. Select a Ticket to Assign** * Locate the unassigned ticket you wish to manage. * Click on the Assigned To field (2) for that ticket. A dropdown menu with assignment options will appear. **3. Choose Your Assignment Method** You have two primary ways to assign the ticket from this menu: **Assign Directly to an Individual Analyst** This method is best when you know exactly who should work on the ticket. * In the dropdown menu, you will see a list of all available analysts (3). * Simply click on the name of the person you want to assign the ticket to. The ticket will immediately be assigned to them.

**Assign to a Group or a Specific Group Member** This method is ideal for assigning tickets to a team, like "IT Support" or "Network Admins," allowing the team to manage the workload. * In the dropdown menu, scroll down to the "Assign via Group" section. * Hover your mouse over the desired group name, such as Super Group (3). * A sub-menu will appear, showing all the members of that group (4). * From here, you have two choices: * To assign to the group: Click on the group name itself ("Super Group"). * To assign to a person in the group: Click on the name of a specific analyst within that sub-menu.

# How to merge a ticket with another one **Overview** When you receive multiple tickets from one or more users about the same underlying issue, you can merge them to consolidate communication and avoid duplicate work. The merge process designates one ticket as the Primary (or parent) ticket and links the others as child tickets. The child tickets are then automatically updated with the primary ticket's status and properties, keeping all relevant information centralized. #### **Step-by-Step Guide** **1. Select the Tickets to Merge** * From the main Tickets list view (1), use the checkboxes (2) to select two or more tickets that report the same issue. * Once you've selected the tickets, an action bar will appear at the top. Click the **Merge** button (3).

**2. Choose the Primary Ticket and Confirm** A confirmation window will appear, allowing you to finalize the merge. * In the 'Merge Tickets' window, you will see a list of the tickets you selected. * Designate one ticket as the Primary ticket by clicking on it. This will be the main ticket that you work on and communicate through. All other tickets will become child tickets and will be linked to this one. * After selecting your primary ticket, click the Merge Tickets button to confirm the action.

**3. View the Merged Tickets** The merge is now complete. The child ticket(s) will be automatically linked to the primary ticket. * To see the relationship, open the primary ticket (in this example, #41 "VM is not working"). * Navigate to the Related Tickets tab. You will now see the other ticket (#42 "Cloud accessibility issues") listed, confirming the merge was successful.

# How to send a ticket for approval **Overview** The approvals feature allows you to get formal authorization from managers, department heads, or other stakeholders before proceeding with a ticket. This is essential for workflows that involve purchases, security access, or significant system changes. This guide covers both how to request an approval on a ticket and how to respond to a pending approval request. #### **Part 1: How to Request an Approval (For Analysts)** **1. Navigate to the Approvals Tab** * From the Tickets section (1), open the specific ticket that requires approval (2). * Inside the ticket view, click on the Approvals tab (3). * Click the + Request Approval button (4) to open the configuration window.

**2. Configure the Approval Request** In the window that opens, you will add the required approvers and set the rules for the approval. * **Add Approvers:** Select one or more individuals to approve the request. You can use the checkbox for the `Requester's Manager` (1) for quick selection, or use the search field to find and select other users manually (2). * **Set the Approval Rule:** From the dropdown menu (3), choose the condition for the approval. The most common options are "Everyone must approve" , "Anyone can approve or "Majority must approve"." * **Add a Note (Optional):** Provide context or instructions for the approvers in the text box. * Click the Request Approval button to submit and notify the selected approvers.

#### **Part 2: How to Respond to an Approval Request (For Approvers)** **1. View the Pending Approval** * When you are designated as an approver, you will receive a notification. Open the relevant ticket and navigate to the Approvals tab. * You will see the pending request with your name listed alongside the Approve and Reject buttons.

**2. Submit Your Decision** * Click your chosen action (e.g., Approve). * A "Cast Vote" window will appear. You can add an optional comment (1) to provide justification for your decision. * Click the final Approve button (2) to confirm your vote.

The ticket's approval status will update in real-time. The requesting analyst can monitor the progress (e.g., 1/2 approved) on the Approvals tab and will be notified once a final decision is reached based on the rule you set. # How to create / assign a task in a ticket **Overview** For complex tickets that require multiple steps or coordination between different people, you can use Tasks to break down the work. Each task acts as a sub-item of the main ticket and can be individually assigned, scheduled, and tracked. This is a great way to manage your workflow and ensure all parts of a resolution are completed. #### **Step-by-Step Guide** **1. Navigate to the Tasks Tab** To begin, open the ticket you wish to add tasks to. * From the Tickets section (1), open the parent ticket (2). * Inside the ticket, click on the Tasks tab (3). * To create your first task, click the + Add Task button (4).

**2. Define the Task Details** In the task creation window, fill in the information for the specific piece of work. * **Title & Description:** Enter a clear `Title` (1) for the task (e.g., "Check network components.") and provide more context in the description area (2). * **Assignment & Status (3):** Assign the task to a `Group` or a specific `Analyst`. Set the initial `Status` (e.g., "Open"). * **Schedule (4):** Use the date and time pickers to set a planned start and end time for the work. In this example, the task is scheduled for today, September 25th, from 10:00 AM to 11:00 AM. * Click Save to add the task to the ticket.

**3. View and Manage the Created Task** The task is now created and linked to the parent ticket. * You will see the new task listed under the Tasks tab, showing its ID (#TSK-2), title, assigned group, and current status. * The counter on the Tasks tab will update to reflect the number of tasks associated with the ticket. * You can continue to add more tasks as needed or click on an existing task to edit its details or update its status.

# How to create a worklog in a ticket **Overview** Worklogs are essential for tracking the time and effort spent on resolving tickets. Logging your work provides a clear history of all actions taken, which is valuable for team collaboration, reporting, and understanding the true cost of resolving different types of issues. This guide will show you how to add a worklog entry to a ticket. #### **Step-by-Step Guide** **1. Navigate to the Worklogs Tab** To begin logging your work, open the relevant ticket. * From the Tickets section (1), open the ticket you have been working on (2). * Inside the ticket view, click on the Worklogs tab (3). * To add a new entry, click the + Add Worklog button (4).

**2. Enter the Worklog Details** In the "**Edit Worklog**" window, document the work you completed. * **Analyst (1):** Confirm your name is selected as the analyst who performed the work. * **Description (2):** Write a clear and concise summary of the actions you took. * **Time Spent (3):** Accurately set the `START` and `FINISH` date and time for the period you worked on the ticket. In this example, the work was performed from 9:00 AM to 10:00 AM today, September 25th. * Click **Save** to log your entry.

**3. Review the Worklog History** Your worklog is now saved and appears in a chronological list under the Worklogs tab. * Each entry displays the analyst, the time it was logged ("a minute ago"), and the work description, creating a transparent audit trail for the ticket. * The counter on the Worklogs tab will update to reflect the number of entries.

# System Management Module # Check the missing and installed updates **Overview** The Updates section allows you to audit the patch status of any managed computer. You can view a list of "Missing" updates that need to be applied to secure the device, as well as a history of "Installed" updates to verify compliance. This helps IT administrators ensure all endpoints are up-to-date with the latest Microsoft security definitions and feature patches. #### **Step-by-Step Guide** **1. Navigate to the Computer Details** First, you need to access the specific device you want to audit. * Go to the Computers list and click on the name of the device (e.g., `#BDESK-CL2`) (1). * On the device details page, click on the Updates tab (2) located in the top navigation bar. **2. View Missing Updates** To see which patches are currently needed: * Click on the Missing tab (3) on the left sidebar. * The main list (4) will display all pending updates. * This list provides critical details such as the update Title (e.g., "Security Intelligence Update"), whether it is Uninstallable, and if a Reboot is Required. * You can also see a "Safety Confidence" or status tag like "Caution" to help you decide whether to deploy the patch immediately.

**3. View Installed Updates History** To review the patch history of the device: * Click on the Installed tab (3) on the left sidebar. * The list (4) will update to show all patches that have successfully been applied to the machine. * This view is useful for auditing purposes, allowing you to confirm exactly when specific security patches (like KB numbers) were installed.

# Check the installed applications and hardware **Overview** Beyond just basic status updates, BoolDesk allows you to inspect the granular details of any managed computer. You can view a complete list of installed software (Applications) to ensure license compliance, as well as a deep dive into the hardware components (like BIOS, Processors, and Memory) to assist with upgrades or troubleshooting. #### **Step-by-Step Guide** **1. Navigate to the Computer Details** First, access the specific device you wish to inspect. * From the computer list, click on the name of the device (e.g., `#BDESK-CL2`) (1) to open its details page. **2. View Installed Applications** To see a list of all software currently installed on the device: * Click on the Applications tab (2) in the top navigation bar. * The list (3) displays every application found by the agent, including the Name (e.g., `WinZip 26.0`, `VLC media player`), the Partner (Vendor), and the specific Version number. * This view is essential for verifying that users have the correct tools installed or identifying unauthorized software.

**3. View Hardware Specifications** To inspect the physical components of the machine: * Click on the Hardwares tab (2). * A sidebar menu (3) will appear on the left, categorizing the hardware into sections such as BIOS, TPM, Processor, Physical Memory, and Disks. * Click on any category to view detailed specifications. For example, selecting BIOS reveals the Manufacturer, Version, Release Date, and Serial Number.

# Check the computer location # Check the remote connection history logs # Connect to a remote computer's Powershell and Command Prompt **Overview** The Live Connection feature provides a suite of remote management tools that allow you to interact directly with a managed computer's operating system in real-time. Without needing to initiate a full remote desktop session, you can run PowerShell scripts, execute Command Prompt (CMD) commands, and browse system files. This is ideal for quick troubleshooting tasks, such as checking network configurations or verifying installed services. #### **Step-by-Step Guide** **1. Navigate to the Computer Details** First, access the specific device you need to manage. * From the computer list, click on the name of the device (e.g., `#BDESK-CL2`) (1) to open its details page. **2. Access the Live Connection Tab** * Click on the Live Connection tab (2) located in the top navigation bar. * This will load the remote management interface, connecting you securely to the device.

**3. Select a Management Tool** The sidebar on the left lists the available tools. You can switch between them instantly: * **PowerShell:** Click on PowerShell (3) to open a fully functional remote PowerShell terminal. * You can type standard commands (like `ipconfig`) and view the output immediately in the dark console window on the right. * **Command Prompt (CMD):** Click on CMD (3) to switch to a standard Windows Command Prompt interface. * This interface works exactly like a local command prompt, allowing you to run utilities and diagnostic commands.

# How to Use Remote File Explorer **Overview** The Remote File Explorer allows you to browse the file system of a managed computer directly from your browser. You can navigate through drives and folders, download files (like error logs) to your local machine for analysis, and upload files (like patches or scripts) to the remote device—all without interrupting the end-user. #### **Step-by-Step Guide** **1. Access the File Explorer** First, establish a live connection to the device you want to manage. * Navigate to the computer's details page (e.g., `#BDESK-CL2`). * Click on the Live Connection tab (2). * From the sidebar menu, select File Explorer (3). **2. Browse Drives and Folders** * The main view will initially display the available logical drives on the remote machine, such as `C:\` and `D:\` (4). * Click on any drive or folder name to open it and view its contents. You can navigate deep into the directory structure just like you would on your own computer.

**3. Transfer Files (Upload & Download)** You can easily move files back and forth between your computer and the remote device. * **To Upload a File:** Navigate to the destination folder on the remote machine and click the Upload button (4) at the top of the list. This allows you to send a file from your computer to the remote device. * **To Download a File:** Locate the file you need (e.g., `DumpStack.log.tmp`) and click the download icon (5) next to its name. The file will immediately begin downloading to your local computer.

# How to Use Remote Registry Editor **Overview** The Remote Registry Editor allows IT administrators to view, create, and modify Windows Registry keys and values on a managed device without needing a remote desktop session. This is critical for applying configuration fixes, disabling specific features, or auditing system settings in the background. #### **Step-by-Step Guide** **1. Navigate to the Computer List** First, select the device you need to configure. * From the main menu, expand Devices (1) and select Computers (2). * Locate the target machine (e.g., `WIN-OEA8DBV56CT`) and click on its name (3) to open the details page.

**2. Access the Registry Tool** Establish a live connection to access the system tools. * Click on the Live Connection tab (2) in the top navigation bar. * In the sidebar menu on the left, select Registry (1). **3. Browse and Modify Keys** The interface mimics the standard Windows Registry Editor. * Navigation: Use the tree view on the left to browse through hives like `HKEY_LOCAL_MACHINE` and `HKEY_CURRENT_USER` to find the specific key you need (e.g., `SOFTWARE > SOFTWARE_Child_1`). * Add New Value: To create a new registry entry, click the Plus (+) icon (3) located at the top right of the value list.

**4. Define Value Data** In the "New value" pop-up window, configure the specific entry details. * Name: Enter the name of the registry value (e.g., `DisableKeyboard`). * Type: Select the correct data type from the dropdown, such as DWORD (32-bit integer), String, or Binary. * Data: Enter the value data (e.g., `1` to enable the setting). * Click OK to save the change immediately to the remote device.

# Add/Remove/Reset Password for a local user # How to Manage Processes Remotely **Overview** The Remote Process Manager gives you a real-time view of all applications and background processes running on a managed device. Similar to the Windows Task Manager, this tool allows you to monitor system activity and immediately terminate (kill) any unresponsive or malicious processes without interrupting the user's session. #### **Step-by-Step Guide** **1. Navigate to the Computer List** First, select the device you need to troubleshoot. * From the main menu, go to Devices (1) and then select Computers (2). * Locate the target machine in the list (e.g., `#BDESK-CL1`) and click on its name (3) to open the details page.

**2. Access the Processes Tool** Once on the device page, open the live management tools. * Click on the Live Connection tab (1) in the top navigation bar. * In the sidebar menu on the left, select Processes (2). **3. Monitor and Terminate Processes** The main panel will display a live list of all active processes. * View Details: You can see the PID (Process ID) and the Name of the application (e.g., `System`, `Registry`). * Terminate a Process: If an application is frozen or using too many resources, locate it in the list and click the Stop icon (⊖) in the Actions column (left side) to force it to close immediately.

# How to Manage Services Remotely **Overview** The Remote Service Manager gives you full control over the background services running on a managed computer. Whether you need to restart a stuck print spooler, stop a malfunctioning application service, or change a service's startup type (e.g., from Manual to Automatic), you can do it instantly through the Live Connection interface without interrupting the user's session. #### **Step-by-Step Guide** **1. Navigate to the Computer List** Start by locating the device you need to manage. * From the main menu, go to Devices > Computers (1 & 2). * Click on the name of the target computer (e.g., `#BDESK-CL1`) (3) to open its details.

**2. Access the Services Tool** Once on the device details page, establish a live connection. * Click on the Live Connection tab (1) in the top navigation bar. * In the left sidebar, click on Services (2) to load the list of services. **3. Manage Service Status and Startup Type** The main panel displays all services. You can use the search bar (3) to find a specific service (e.g., "Spooler"). * Status: The `Status` column shows if a service is currently Running (green) or Stopped. * Start Type: You can change how a service behaves at boot by selecting an option from the dropdown menu (e.g., Disabled, Manual, or Automatic). * Actions: Use the control icons on the far right to take immediate action: * Play Icon (▶): Start or restart the service. * Stop Icon (⊖): Stop a running service immediately.

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# How to Start a Remote Desktop Connection **Overview** The Remote Connection feature allows you to view and control a managed computer's screen in real-time. This is essential for hands-on troubleshooting, installing software, or guiding a user through a complex process. You can connect with the user's permission (ideal for support calls) or via an unattended session (ideal for maintenance when the user is away). #### **Step-by-Step Guide** **1. Locate the Computer** Navigate to the main list of managed devices. * From the main menu, expand the Computer section (1) and click on Computers (2). * Locate the specific machine you want to access (e.g., `#BDESK-CL2`). * Click the Remote Desktop icon (monitor symbol) (3) located next to the computer's status indicator.

**2. Select Connection Type** A "Remote Connection" window will appear, asking how you want to connect. * **Connection Type:** Choose one of the following: * **Connect with Permission:** The user will see a prompt asking them to allow the connection. This is best for privacy when the user is present. * **Unattended Session:** This connects immediately without requiring user approval. * **Select Session:** Choose the active user session from the dropdown menu (if multiple users are logged in). * Click Connect to launch the session.

**3. Control the Remote Device** A new browser tab or window will open, displaying the user's desktop. * You now have full mouse and keyboard control over the remote machine. * **Side Toolbar:** On the left side of the screen, a toolbar (2) provides quick access to essential tools: * **Actions:** Send special key commands (like `Ctrl+Alt+Del`) or reboot the machine. * **Display:** Adjust screen resolution or quality settings. * **Record:** Start a video recording of the session for audit or training purposes.

# Security Module # How to Install Windows Updates **Overview** The Windows Update manager allows you to centrally deploy patches to your managed devices. Beyond simply installing updates, you can create a deployment policy that defines how the installation behaves—whether to force a restart immediately, allow users to postpone the update, or send a custom notification pop-up. #### **Step-by-Step Guide** **1. Navigate to the Updates Management Page** Access the central patch management dashboard to see available updates. * From the main menu, go to the Security section (1) and select Updates (2). * Ensure the Windows Update tab (3) at the top is selected. **2. Select Updates to Install** * Review the list of available patches. You can see critical details like the `Title`, `KB` number, and `Safety Confidence` (e.g., "Caution"). * Check the boxes (4) next to the specific updates you wish to deploy. * Click the Install button (5) in the top left corner to proceed.

**3. Configure Installation Policy** A configuration window titled "Install Update" will appear. Here you define *how* the update is rolled out. * Policy Name: Give this deployment a name (e.g., `Install Jan Updates`) for tracking purposes. * Deployment Scope: Toggle Install to all computers requiring this update to ensure every machine that needs this patch receives it automatically. * Restart Policy: Toggle Force Restart After Update if the patch requires a reboot to take effect. This prevents the update from sitting in a "pending" state indefinitely. **4. Configure User Notifications** You can control what the end-user sees when the update occurs to minimize disruption. * Notify User: Enable Notify User About Update to show a message on their screen. * Notification Style: Choose between a Popup (a custom BoolDesk window) or a standard Windows Toast Notification. * Postponement Settings: If you want to be lenient, you can set a Maximum Postpones limit (e.g., `4` times) and a Postpone Interval (e.g., `30` minutes), allowing users to finish their work before the update runs.

# How to Install Software Updates (Third-Party Patching) **Overview** The Software Update manager focuses on keeping your third-party applications secure and up-to-date. Unlike Windows Updates (which handle the operating system), this section scans for outdated versions of software like web browsers, compression tools, and media players. Keeping these updated is critical for closing security vulnerabilities. #### **Step-by-Step Guide** **1. Navigate to the Updates Management Page** Access the central patch management dashboard. * From the main menu, go to the Security section (1) and select Updates (2). * Click on the Software Update tab (3) at the top of the page. *Note: This is different from the "Windows Update" tab used for OS patches*. **2. Review Outdated Software** The dashboard provides a clear comparison of what is currently installed versus what should be installed. * Current vs. Latest: The list shows the Title of the software (e.g., `7-Zip 24.05`), the Current version running on your devices, and the Latest Version available from the vendor. * Needed Count: This column tells you how many devices in your network currently have the outdated version installed. **3. Deploy the Update** To upgrade an application to the latest version: * Locate the specific software you want to patch in the list. * Click the Update button (4) in the Actions column on the far right. * This will initiate the deployment of the latest installer to the affected devices.

# Auto Update

# How to manage Bitlocker # Show the Local Administrator group members # Asset Management Module # How to Create Assets Manually **Overview** While the BoolDesk agent automatically discovers computers, many organizations need to track other assets—like monitors, keyboards, office furniture, or mobile devices—that do not run the agent software. The manual asset creation tool allows you to register these items in your inventory, assign them to users, and track their lifecycle from purchase to disposal. #### **Step-by-Step Guide** **1. Navigate to Asset Creation** You can start creating an asset using the quick action menu. * Click the plus icon (+) in the top header (1). * Select Asset (2) from the "Create" menu.

**2. Enter General Information** In the "Untitled Asset" form, fill in the core details to identify the item. * Name: Enter a unique name for the asset (e.g., `BOOLLAP1`). * Asset Type: Select the category from the dropdown (e.g., `Laptop`, `Monitor`, `Printer`). * Assignment: Use the Assigned To field to link this asset immediately to a specific user (e.g., "John Doe"). * Lifecycle: You can also track the End Of Life date to plan for future replacements.

**3. Enter Hardware Details** Scroll down to the "Hardware" section to add specific identifiers. * Manufacturer: Select or enter the brand (e.g., `LENOVO`). * Product: Enter the model name (e.g., `Yoga 7 14ARB7`). * Serial Number: Enter the unique serial number (e.g., `12345`). This is critical for warranty tracking and uniqueness. * Dates: You can log the Acquisition Date and Warranty Expiration date here as well.

**4. Enter Technical Specifications** If relevant, scroll to the "Computer" or technical section to log specs manually. * Memory/Disk: Enter the RAM (e.g., `32` GB) and Storage capacity (e.g., `1TB`). * Processor: Log the CPU speed (e.g., `2.5 GHz`) and core count. * Network: You can also manually record the `MAC Address` and `Hostname` if known. * Click Save to add the asset to your inventory.

# How to Create Service Logs (Repairs & Maintenance) **Overview** Service Logs allow you to record every maintenance event in an asset's lifecycle. whether a laptop is sent out for a screen replacement or a printer undergoes routine servicing, you can log the description, cost, dates, and vendor involved. This is critical for calculating the total cost of ownership and tracking warranty utilization. #### **Step-by-Step Guide** **1. Navigate to the Asset** Access the specific item you need to service. * From the Inventory > Assets list, click on the name of the asset (e.g., `BOOLLAP1`).

**2. Access the Service Log Tab** * On the asset details page, click on the Service Logs tab (1) in the top navigation bar. * Click the Create Service Log button (2) on the right side.

**3. Enter Service Details** In the "Asset Service Log" window, document the maintenance event. * Service Type: Select the category (e.g., `Repair`, `Maintenance`). * Status: Update the current status (e.g., `Sent To Service Provider`). * Dates: Log the Expected Completion and Completed Date to track turnaround time. * Description: Enter a clear summary of the issue (e.g., "Add the new HDD"). * Provider & Warranty: * Enter the Tracking Number if shipped. * Check Is Warranty Covered if applicable. * Select the Service Provider (e.g., `Lenovo`) from your partner list. * Click Save to record the entry.

# How to Track Asset Expenses **Overview** Expense tracking allows you to record specific financial costs incurred by an asset, such as software licenses, hardware upgrades (e.g., adding RAM), or out-of-warranty repairs. Unlike the "Service Log" (which tracks the *activity*), the Expense module focuses on the *cost*, allowing for accurate Total Cost of Ownership (TCO) reporting. #### **Step-by-Step Guide** **1. Navigate to the Asset Expenses Tab** Access the financial records for a specific item. * From the Inventory > Assets list, click on the name of the asset (e.g., `BOOLLAP1`). * On the asset details page, click on the Expenses tab (1) in the top navigation bar. * Click the Create Expense button (2) on the right side.

**2. Record the Expense Details** In the "Asset Expense" window, log the cost information. * Expense Type: Select the category (e.g., `Repair`, `Upgrade`, `License`). * Description: Enter a specific reason for the cost (e.g., "Repair the hard drive"). * Cost ($): Enter the exact amount (e.g., `100`). * Service Provider: Select the vendor responsible (e.g., `Lenovo`). * Date: Select the Expense Date to ensure it falls into the correct budget period. * Click Save to add this to the asset's financial histo

# Project Management Module # How to create a project # Change Management Module # How to create a change request **Overview** Change Requests are used to formally manage modifications to your IT infrastructure, such as server upgrades, network changes, or software deployments. Unlike regular tickets, changes follow a structured process focused on detailed planning and risk mitigation to minimize service disruption. This guide will walk you through creating a new change request. #### **Step-by-Step Guide** **1. Initiate the Change Request** There are two common ways to start creating a new change request in BoolDesk. * **From the Changes Module (1):** Navigate to the Changes section in the main menu and click the button to create a new change. * **Using the Quick Action Button (2 & 3):** For quick access from anywhere in the platform, click the plus icon (+) in the header and select Change from the menu.

**2. Define the Change Details** On the "Create New Change" form, start by filling in the high-level details to define the what, who, and when of the change. * **Core Information:** Provide a clear `Subject`, select the `Requester`, and classify the change using the **Impact, Priority, Risk**, and **Type** fields. * **Schedule:** Set the Planned Start and Planned Finish times to define the maintenance window. This example change is scheduled for today, September 26th, from 10:00 AM to 11:00 AM. * **Justification:** Fill in the Description and Reason for Change fields to explain what you are doing and why it's necessary.

**3. Document the Implementation Plans** The next sections are critical for ensuring the change is well-planned, successful, and reversible. * **Impact Plan:** Detail the potential business and technical consequences if the change fails or causes an issue. * **Rollout Plan:** Write a step-by-step guide for how the change will be implemented by the technical team. * **Backout Plan:** Clearly define the procedure to undo the change and restore the system to its previous state if anything goes wrong. **4. Submit for Approval** After thoroughly filling out all sections of the form, click the button to save and submit the change request. It will now enter your organization's change management workflow, typically for review and approval by the Change Advisory Board (CAB) or other stakeholders before implementation.

#### **5. The Change Management Lifecycle** The tabs at the very top of the screen represent the typical journey of a change request from creation to completion. * Open & Planning: This is the current phase. All the details you entered—like the reason, rollout, and backout plans—are documented here. This is where the change is prepared for review. * Awaiting Approval: Once planning is complete, the change is moved to this stage. It's now waiting for review and approval from the Change Advisory Board (CAB) or a designated manager. * Pending Release: The change has been approved! It's now scheduled and waiting for the planned start time to be implemented. * Pending Review: The change has been implemented. This stage is for monitoring the system to ensure the change was successful and didn't cause any unforeseen issues. * Closed: The review period is over, and the change is formally completed and closed. #### **6. Properties and Scheduling** The Properties panel on the right is your control center for managing the change's metadata and status. * You can update the Status field to manually move the change through its lifecycle (e.g., from "Planning" to "Awaiting Approval"). * You can assign the change to a specific Group or Analyst to delegate responsibility. * The Planned Start and Planned End dates are critical for scheduling and communicating the maintenance window to any affected users.

# How to assign a change request to an agent group/agent # How to send a change request for approval **Overview** A core principle of change management is ensuring that every change is reviewed and authorized before implementation. This is typically done by a Change Advisory Board (CAB). This guide shows you how to submit a planned change request for formal approval. #### **Step-by-Step Guide** **1. Navigate to the Approvals Tab** Once your change plan is complete and ready for review, you can initiate the approval process. * From the Changes module (1), open the change request you want to submit for approval (2). * Inside the change, click on the Approvals tab (3). * Click the + Request Approval button (4) to open the selection window.

**2. Select Approvers and Set Policy** The approval window is specifically designed for change management, allowing you to select pre-configured CAB groups. * **Select CAB Groups:** For formal changes, the best practice is to select the appropriate Change Advisory Board from the list (e.g., "IT Operations CAB"). All members of that group will be added as approvers. * **Search for User:** You can also add any other individual managers or stakeholders as approvers by searching for them. * **Set the Approval Policy:** Choose a rule, such as "Everyone must approve," and add an optional note to provide context for the approvers. * Click Request Approval to submit.

**3. Monitor the Approval Status** Submitting the approval request formally moves the change into the next stage of its lifecycle. * The change's status automatically updates to Awaiting Approval. * Under the Approvals tab, you can now see a list of all individual approvers from the selected CAB. * Each approver has their own Approve and Reject buttons. You can track the progress in real-time as they cast their votes.

# How to add a task in a change request **Overview** Tasks are used to break down the `Rollout Plan` of a change request into specific, actionable steps. Creating tasks is crucial for coordinating complex implementations, as each task can be assigned to a different person or team and scheduled independently. This ensures that every step of the change is tracked and completed correctly. #### **Step-by-Step Guide** **1. Navigate to the Tasks Tab** To begin breaking down your implementation plan, open the relevant change request. * From the Changes module (1), open the change you need to schedule work for (2). * Inside the change, click on the Tasks tab (3). * Click the + Add Task button (4) to create a new task.

**2. Define the Task Details** In the **"Edit Task**" window, fill in the details for this specific step of the change. * **Title (1):** Give the task a clear, action-oriented title that corresponds to a step in your Rollout Plan, such as "Take a backup before the installation." * **Assignment and Scheduling (2):** Assign the task to the correct `Group` or `Analyst`. Set the initial `Status` (e.g., "Open") and schedule the exact `Start` and `End` times for when the work should be performed. In this example, the backup task is scheduled for Sunday, September 28th. * Click **Save** to add the task to the change.

**3. Build Out the Implementation Plan** After saving, the task will appear under the Tasks tab. You can continue this process to add all the necessary tasks for your Rollout Plan, creating a detailed and trackable checklist. This ensures every step of the change is accounted for, assigned, and completed in the correct sequence. # Contract Management Module # Configuration Policies # How to Deploy Applications Remotely **Overview** The Remote Application Deployment feature allows IT administrators to install software on managed devices without physical access or user intervention. You can deploy applications to individual computers or entire groups, schedule the installation for off-peak hours, and even control whether the installation runs silently in the background (System Account) or interacts with the logged-in user. #### **Step-by-Step Guide** **1. Select the Target Device(s)** Navigate to the computer list to choose which devices will receive the software. * From the main menu, go to Computers (1). * Locate the specific device (e.g., `WIN-OEA8DBV56CT`) or devices you want to update. * Check the checkbox (2) next to the device name. * Click the Actions button (3) that appears in the top toolbar.

**2. Initiate the Installation** * In the dropdown menu, hover over Applications (1). * Select Install Application (3) from the sub-menu.

**3. Configure the Deployment** The "Install Application" window allows you to define exactly how and when the software is installed. * Deployment Name: Give the job a clear name (e.g., `7-Zip Install`) to track it later. * Application: Select the software package you want to install (e.g., `7-Zip`) from your pre-configured repository. * Execution Context: Choose how the installer runs: * Service Account: Runs in the background with admin privileges (silent install). This is the most common choice for IT deployments. * Current User: Runs as the logged-in user (useful if the app installs to the user's local profile). * Start Time: Schedule the deployment for a specific date and time (e.g., `January 23rd, 2026 - 06:00`) to avoid interrupting work hours. * Notifications: * Desktop Notification: Toggle this On if you want to warn the user that software is being installed. * Notify Users: Enter email addresses (e.g., `johndoe@booldesk.com`) to send confirmation emails when the job is scheduled. * Click Schedule Install to finish.

# Run a script or send a file policy **Overview** The "Run Script" feature allows you to execute PowerShell or batch scripts on managed devices without initiating a remote session. You can choose to run these scripts in the background (as a Service Account) or interactively (as the Current User). This is ideal for tasks like clearing caches, mapping drives, or gathering custom system data. #### **Step-by-Step Guide** **1. Navigate to Device Actions** Select the target computer(s) for the script. * From the main menu, go to Devices > Computers (1). * Select the checkbox (3) next to the specific computer (e.g., `WIN-OEA8...`). * Click the Actions button (1) at the top of the list. * Hover over Scripts & Files (2) and select Run Script (3).

**2. Configure Script Execution** In the "Run Script" window, define *what* to run and *how* to run it. * Deployment Name: Give the task a clear name (e.g., `Run Ping Script`). * Select Script: Choose a pre-uploaded script from the dropdown menu (e.g., `ping`). * Execution Context: Choose the permission level: * Service Account: Runs in the background with system privileges (invisible to the user). * Current User: Runs only when a user is logged in, using their specific permissions. * Schedule & Reporting: Set a Start Time if you want it to run later, and enter an email address in Send Report To to receive a confirmation when the script finishes. * Click Submit to execute.

**3. Navigate to Device Actions** Select the target computer(s) for the script. * From the main menu, go to Devices > Computers (1). * Select the checkbox (3) next to the specific computer (e.g., `WIN-OEA8...`). * Click the Actions button (1) at the top of the list. * Hover over Scripts & Files (2) and select Send File (3).

**4. Configure File Transfer** In the "Send File" window, upload your file and choose its destination. * Policy Name: Name the transfer task (e.g., `Send the BoolDesk Logo`). * File Source: Click Attach a file to upload the item you want to send (e.g., `booldesk-logo.png`). * Destination: Select a predefined location like User Desktop (which puts it on the visible desktop of the logged-in user) or specify a custom path. * Schedule: Like scripts, you can schedule this for a specific time (e.g., `January 20th, 2026`). * Click Submit to transfer the file.

# Create the reboot or power policy # How to Manage USB Access (Block/Allow) Overview The USB Access feature gives you control over the physical USB ports on your managed devices. You can create policies to essentially "lock down" computers by blocking all USB storage devices (flash drives, external hard drives) while still allowing essential peripherals like keyboards and mice. You can also whitelist specific devices if needed. #### **Step-by-Step Guide** **1. Navigate to Device Actions** Select the computer(s) you wish to secure. * From the main menu, navigate to Devices > Computers (1). * Check the box (2) next to the specific computer(s) (e.g., `WIN-OEA8...`) you want to configure. * Click the Actions button (3) located above the list.

**2. Select the USB Tool** * In the dropdown menu that appears, locate the Device actions section. * Click on USB (2) to open the configuration window.

**3. Configure the USB Policy** In the "USB Access" window, define whether you are locking or unlocking the ports. * Deployment Name: specific a name for this policy (e.g., `Block USB Storage - Finance Dept`). * Targeting: Confirm the correct Target Computers or Target Groups are selected. * Action Type: Select the desired security level from the dropdown: * Block USB Access: Restricts the use of unauthorized USB storage devices. * Allow USB Access: Re-enables full access to USB ports. * Click Submit to apply the policy immediately.

# How to Manage Printers (Add/Remove) **Overview** The Printer Management tool allows you to remotely configure printing on your managed devices. You can push a new network printer configuration (including IP address and drivers) to a specific computer or a group of computers. You can also set the new printer as the default device automatically, ensuring users are instantly ready to print. #### **Step-by-Step Guide** **1. Navigate to Device Actions** Select the computer(s) you want to configure. * From the main menu, go to Devices > Computers (1). * Check the box (2) next to the target computer (e.g., `WIN-OEA8...`). * Click the Actions button (3) at the top of the list.

**2. Select the Printer Tool** * In the Actions menu, locate the Device actions section. * Hover over Printer (2). * Select Add to install a new printer or Remove to delete an existing one (3).

**3. Configure Printer Details** In the "Add" window, enter the specific connection details for the printer. * Deployment Name: Give the task a descriptive name (e.g., `HP Printer 1`). * Printer Name: Enter the friendly name the user will see (e.g., `BoolDesk P1`). * Connection Type: Select Network Printer (or Local Printer if applicable). * IP Address / Hostname: Enter the printer’s IP address (e.g., `10.1.1.1`). * Driver: If a driver is required, select the appropriate file from your repository (e.g., `driver_setup.exe`). * Set as Default: Toggle Set as Default Printer to ON if you want this to be the user's primary printer. * Click Submit to push the configuration.

# How to Set Desktop Wallpaper & Lock Screen **Overview** The Display & Lock Screen tool allows administrators to remotely change the visual appearance of managed computers. You can push a specific image file (such as a company logo or policy reminder) to be set as the user's Desktop Wallpaper or Lock Screen background. This ensures a consistent, professional look across all organization devices. #### **Step-by-Step Guide** **1. Navigate to Device Actions** Select the computer(s) you wish to update. * From the main menu, navigate to Devices > Computers (1). * Check the box (2) next to the specific computer(s) (e.g., `WIN-OEA8...`). * Click the Actions button (3) located above the list.

**2. Select the Display Tool** * In the Actions menu, locate the Device actions section. * Hover over Display & Lock Screen (2). * Select either Set Desktop (to change the wallpaper) or Set Lockscreen (to change the login screen) (3).

**3. Configure the Image Policy** In the "Set Desktop" (or Lockscreen) window, upload the image you want to use. * Deployment Name: specific a name for this task (e.g., `BoolDesk Background`). * Targeting: Confirm the correct Target Computers are selected. * File Source: Select Upload File from the dropdown menu. * Attach a file: Click to upload your image file (e.g., `booldesk-logo.png`). *Note: Ensure the image resolution is appropriate for the target monitors.* * Click Submit to apply the change immediately.

# Update group policy # Application Management # General # How to Add and Configure a Domain **Overview** Adding your organization's domain to BoolDesk is essential for enabling secure user authentication and synchronization. By connecting your domain, you can automatically import users and computers directly from your Active Directory, keeping your helpdesk data up-to-date and centralized. #### **Step-by-Step Guide** **1. Navigate to Domain Settings** To begin managing your domains, go to the general settings area. * From the main menu, go to Settings (1). * Under the `General` section, click on Domain (2). * Click the Add Domain button (3) in the top right corner.

**2. Configure Domain Connection Details** In the "Domain" window, you will first set up the connection to your Active Directory. * Display Name & Domain: Enter a name for the domain (e.g., `booldesk.com`) and the actual domain address. * Domain Controller: Enter the IP address of your domain controller (e.g., `10.255.181.76`). * User Credentials: Input the username (e.g., `Administrator`) and password of an account with permission to read from the directory. * Discovery Options: Enable the toggles for Discover Clients and Discover Servers to automatically find devices on the network. * Sync Domain Now: Click this button to test the connection and initiate the first synchronization.

**3. Select Computer Organizational Units (OUs)** Once connected, switch to the Computer tab (1) to specify which devices to import. * Browse the directory tree and check the boxes next to the Organizational Units (OUs) that contain the computers you want to manage in BoolDesk (e.g., the `Test` OU).

**4. Select User Organizational Units (OUs)** Finally, switch to the User tab (1) to import your users. * Similarly, browse the tree and select the OUs containing the user accounts you wish to import (e.g., `ImportUser` and its sub-OUs). * Click Save to finalize the configuration.

Your domain is now configured. BoolDesk will synchronize with the selected OUs, automatically creating accounts for your users and inventory records for your computers. # How to Configure Incoming and Outgoing Email **Overview** Configuring your email channels enables BoolDesk to automatically convert incoming emails into tickets and send outgoing notifications to users. You can configure these settings using standard SMTP/IMAP protocols or, for Microsoft 365 users, the more secure Microsoft Graph API. #### **Step-by-Step Guide** **1. Navigate to Email Settings** Start by accessing the email management section. * From the main menu, go to Settings (1). * Under the `General` section, click on Email (2). * Click the Add Email button (3) to create a new channel.

**2. Configure General Settings** In the "General" tab, define how the email account will appear to users. * Display Name: Enter the name users will see when they receive an email (e.g., `BoolDesk Email`). * Email Address: Enter the primary email address for this channel (e.g., `booldesktest@booldesk.com`). * Default Mail: Toggle this on if you want this address to be used for all system notifications by default.

**3. Configure Incoming Email (Microsoft Graph API)** Switch to the Incoming Email tab (1) to set up ticket creation from emails. * Auth Type: Select Microsoft Graph API from the dropdown menu. * Email: Re-enter the email address to be monitored. * Client App Id & Tenant Id: Paste the Application (client) ID and Directory (tenant) ID that you copied from the Azure Portal during the app registration process. * Test Connection: Click this button to verify the credentials. * Enabled: Ensure the toggle is turned on to start fetching emails. {% hint style="info" %} You need to register BoolDesk as an application on your Azure Entra ID. {% endhint %}

**4. Configure Outgoing Email (SMTP)** Switch to the Outgoing Email tab (1) to enable sending notifications. * Auth Type: Select SMTP (or Microsoft Graph API if preferred). * Email: Enter the sender address. * Password (Secret Key): Enter the password for the email account. * Server & Port: Enter your mail server details. For Outlook/Microsoft 365, use `smtp-mail.outlook.com` and port `587`. * Test Connection: Click to verify that BoolDesk can send emails. * Click Save to finalize your email channel configuration.

# How to create a company profile **Overview** Creating a Company entry allows you to group users, tickets, and assets under a specific organization. A key feature is the ability to link email domains to a company. When configured, any new user who signs up or submits a ticket from that email domain (e.g., `@booldesk.com`) will automatically be assigned to the correct company, automating organization and reporting. #### **Step-by-Step Guide** **1. Navigate to Company Settings** Access the company management section from the general settings. * From the main menu, go to Settings (1). * Under the `General` section, click on Company. * Click the Add Company button in the top right corner.

**2. Configure Company Details** In the "Add Company" window, define the organization's details. * Name: Enter the official name of the company (e.g., `BoolDesk`). * Email Domains: Enter the email domain associated with this company (e.g., `@booldesk.com`). * *Note:* This is a powerful automation feature. BoolDesk will automatically link any user or ticket originating from this domain to this company profile. * Click Save to create the company record.

# How to Configure Microsoft Entra ID (Azure AD) for BoolDesk **Overview** To enable secure authentication and email integration (such as IMAP/SMTP) within BoolDesk, you must register an application in your Microsoft Entra ID (formerly Azure AD) portal. This process allows BoolDesk to securely communicate with your Microsoft 365 tenant. #### **Step-by-Step Guide** **1. Register a New Application** * Log in to the Azure Portal and navigate to App registrations (1). * Click the + New registration button (2).

* Name: Enter a clear name for the app, such as `BoolDesk Authentication` (1). * Supported account types: Select Accounts in this organizational directory only (Single tenant) (2). * Redirect URI: Select Public client/native (mobile & desktop) (3) from the dropdown menu. * Click Register to create the app.

**2. Configure Authentication Settings** * Once the app is created, go to the Authentication blade (1) in the left menu. * Scroll down to "Advanced settings" and locate "Allow public client flows". * Toggle the switch to Yes (Enabled) (3). * Ensure the account type is confirmed as Single tenant (4). * Click Save (2).

3\. Configure API Permissions You must grant BoolDesk permission to access user profiles and send/receive email. * Navigate to the API permissions blade (2). * Click + Add a permission (3).

* Select Microsoft Graph (4). * Choose Delegated permissions. * Search for and select the following permissions required for full functionality: * `email` * `IMAP.AccessAsUser.All` * `Mail.Send` * `offline_access` * `openid` * `profile` * `SMTP.Send` * `User.Read`

Once selected, click the Grant admin consent for \[Organization Name] button (3) to authorize these permissions for your tenant.

**4. Capture Application IDs** Finally, you need to copy the IDs required to connect BoolDesk to this application. * Go to the Overview blade (1). * Copy the Application (client) ID (2). * Copy the Directory (tenant) ID (3).

You will paste these values into your BoolDesk configuration settings to complete the integration. # How to Add Locations **Overview** Locations allow you to map your organization's physical structure, such as countries, states, cities, and specific office buildings. BoolDesk supports a hierarchical (parent-child) structure, meaning you can nest "Austin" under "Texas," and "Texas" under "United States." This helps in filtering tickets, assets, and reports by region. #### **Step-by-Step Guide** **1. Navigate to Location Settings** Access the location management section from the general settings. * From the main menu, go to Settings (1). * Under the `General` section (2), click on Location (3). * Click the Add Location button (4) in the top right corner.

**2. Configure Location Details** In the pop-up window, define the new location. * Name: Enter the name of the location (e.g., `United States` or `Austin`). * Parent: Select a parent location from the dropdown menu to create a hierarchy. * Select None if this is a top-level location (like a Country). * Select an existing location (e.g., `Texas`) if you are adding a city or office within that region. * Click Save to add the location to your structure.

# How to create a department **Overview** Departments represent the functional teams or divisions within your organization, such as "IT," "HR," or "Finance." Defining departments allows you to better organize your users, assign responsibilities, and filter reports based on specific teams. #### **Step-by-Step Guide** **1. Navigate to Department Settings** Access the department management section from the general settings. * From the main menu, go to Settings (1). * Under the `General` section (2), click on Department (3). * Click the Add Department button (4) in the top right corner.

**2. Add a New Department** In the pop-up window, enter the name of the new department. * Name: Type the name of the department (e.g., `Finance`). * Click Save to create the department.

# How to Customize Portal Branding **Overview** The Branding settings allow you to apply your organization's visual identity to the BoolDesk portal. You can upload custom logos for the login page and the main application header, as well as customize the notification settings (icons and colors) that users see when they receive updates. #### **Step-by-Step Guide** **1. Navigate to Branding Settings** Access the branding management section from the general settings. * From the main menu, go to Settings (1). * Under the `General` section (2), click on Branding (3). **2. Configure Portal Logos** On the Branding tab (4), you can upload the main images for your site. * Portal Icon: Click the edit (pencil) icon to upload the logo that will appear in the top header of the application once users are logged in. * Login Page Icon: Click the edit icon to upload the logo that will be displayed on the public login screen. * Click Save to apply your changes.

**3. Configure Client Notification Settings** Switch to the Client Settings tab to customize how notifications appear to your users. * Notification Title: Enter the text that will appear at the top of pop-up notifications (e.g., `BoolDesk`). * Notification Icon: Upload a specific icon (like a bell or small logo) to be used in notification headers. * Notification Color: Use the color picker or enter a hex code (e.g., `#7c3aed`) to match the notification accents to your company's brand color.

# BoolDesk On-Premises Deployment Requirements and Architecture

### 1. Overview BoolDesk is deployed as an on-premises solution where the Frontend and Backend components are installed and hosted on the same Windows Server. Client computers communicate directly with the BoolDesk Server over designated TCP ports. PostgreSQL and Redis Cache are required supporting components for application data storage and caching. *** ## 2. Minimum Server Requirements ### Hardware Requirements | Component | Minimum Requirement | | ------------ | ------------------------- | | CPU | 4 Core Processor (64-bit) | | Memory (RAM) | 16 GB | | Storage | 500 GB HDD or SSD | | Network | 1 Gbps Ethernet Adapter | | Architecture | x64 (64-bit) | > SSD storage is recommended for optimal application and database performance. *** ### Operating System Requirements | Component | Requirement | | ---------------- | ---------------------------------------------------- | | Operating System | Microsoft Windows Server 2022 Standard or Datacenter | | Updates | Latest Windows Updates and Security Patches | *** ### Software Requirements | Component | Requirement | | ---------------------- | ------------------------ | | BoolDesk Server | Latest Supported Version | | PostgreSQL | Latest Stable Version | | Redis Cache | Latest Stable Version | | Microsoft .NET Runtime | Latest Supported Version | *** ## 3. Deployment Architecture ### Architecture Overview The BoolDesk deployment consists of: #### Client Layer * Windows Desktop Client * Web Administration Portal #### Application Layer * BoolDesk Frontend * BoolDesk Backend Both Frontend and Backend services are hosted on the same Windows Server. #### Data Layer * PostgreSQL Database * Redis Cache * File Storage (Artifacts and Logs) * Backup Storage (On-Premises) *** ### Communication Flow ``` Windows Desktop Client │ ├── TCP 44310 ├── TCP 44311 └── TCP 44313 │ ▼ BoolDesk Server (Frontend & Backend) │ ┌───────┴────────┐ │ │ ▼ ▼ PostgreSQL Redis Cache TCP 5432 TCP 6379 ``` Web Administration Portal: ``` Web Browser │ HTTPS/TCP 443 │ ▼ BoolDesk Server ``` *** ## 4. Network Requirements The following firewall rules and network ports must be configured. ### Client to BoolDesk Server | Source | Destination | Protocol | Port | Purpose | | ---------------------- | --------------- | -------- | ----- | --------------------------------- | | Windows Desktop Client | BoolDesk Server | TCP | 44310 | Primary BoolDesk Service | | Windows Desktop Client | BoolDesk Server | TCP | 44311 | Agent Communication | | Windows Desktop Client | BoolDesk Server | TCP | 44313 | Real-Time Communication | | Web Browser | BoolDesk Server | TCP | 443 | Web Administration Portal (HTTPS) | *** ### Server Internal Services | Source | Destination | Protocol | Port | Purpose | | --------------- | ----------- | -------- | ---- | ---------------------- | | BoolDesk Server | PostgreSQL | TCP | 5432 | Database Communication | | BoolDesk Server | Redis Cache | TCP | 6379 | Cache Communication | *** ### Firewall Configuration Ensure the following inbound ports are allowed on the BoolDesk Server: * TCP 443 (HTTPS) * TCP 44310 * TCP 44311 * TCP 44313 Ensure the following service ports are available: * TCP 5432 (PostgreSQL) * TCP 6379 (Redis Cache) *** ## 5. Database Requirements | Component | Requirement | | --------------- | --------------------- | | Database Engine | PostgreSQL | | Version | Latest Stable Release | | Port | 5432/TCP | #### Recommendations * Allocate at least 100 GB for database storage. * Configure regular database backups. * Monitor database performance and disk utilization. *** ## 6. Redis Cache Requirements | Component | Requirement | | ------------ | --------------------- | | Cache Engine | Redis Cache | | Version | Latest Stable Release | | Port | 6379/TCP | Redis is used to improve application responsiveness and reduce database load. *** ## 7. Support Matrix | Component | Supported | | -------------------------------- | --------- | | Windows Server 2022 | Yes | | PostgreSQL Latest Stable Version | Yes | | Redis Latest Stable Version | Yes | | On-Premises Deployment | Yes | *** ### Summary BoolDesk is deployed on a Windows Server 2022 environment with a minimum of 16 GB RAM, 4 CPU cores, and 500 GB storage. The Frontend and Backend applications run on the same server and communicate directly with Windows Desktop Clients over TCP ports 44310, 44311, and 44313. PostgreSQL and Redis Cache provide the required database and caching services for the platform. This format is suitable for a customer deployment guide, installation manual, or software requirements specification (SRS). # Project # How to Create Project Types **Overview** Project Types allow you to categorize and organize your projects based on their purpose, scope, or workflow requirements. Examples might include "Internal Projects," "Client Work," "Maintenance," or "Cloud Migration." Defining these types helps you filter views and apply specific reporting structures to your project portfolio. #### **Step-by-Step Guide** **1. Navigate to Project Type Settings** Access the project configuration section from the settings menu. * From the main menu, go to Settings (1). * Under the `Project` section (2), click on Project Types (3). * Click the Add Project Type button (4) in the top right corner.

**2. Define the Project Type** In the pop-up window, simply enter the name for your new category. * Name: Enter a clear, descriptive name for the project type (e.g., `Cloud Migration Project`). * Click Save to add the new type to your system.

# How to Create Expense Types **Overview** Expense Types allow you to categorize the costs incurred during a project, such as "Labor," "Transportation," "software Licenses," or "Hardware." By defining these categories, you can track project budgets more accurately and generate detailed financial reports to see exactly where money is being spent. #### **Step-by-Step Guide** **1. Navigate to Expense Type Settings** Access the expense configuration section from the project settings menu. * From the main menu, go to Settings (1). * Under the `Project` section (2), click on Expense Types (3). * Click the Add Expense Type button (4) in the top right corner.

2. **Define the Expense Category** In the pop-up window, enter the name of the new cost category. * Name: Enter a clear, descriptive name for the expense type (e.g., `Labor`). * Click Save to add the category to your system.

# Asset # How to create an asset category **Overview** Asset categories are used to classify and organize all the hardware, software, and other organizational assets in your inventory. By creating logical groups—such as "IT Assets," "HR Assets," "Laptops," or "Software Licenses"—you can more easily manage, filter, and report on your assets. This is the first step in building a structured asset management system. #### **Step-by-Step Guide** **1. Navigate to Asset Category Settings** First, go to the administrative section where asset categories are configured. * From the main menu, go to Settings (1). * Click on the Asset section to expand its options. * Select Category (2 & 3). **2. Add a New Asset Category** On the Asset Category Management page, you can begin building your classification system. * Click the Add Asset Category button (4) in the top right corner.

**3. Name the Category** A pop-up window will appear for you to name your new category. * Enter a clear and descriptive Name for the category. * Click Save.

Your new asset category is now created. You can repeat this process to build out a full classification system for all of your organization's assets. These categories will be available when you add new products and assets to your inventory. # How to Create Product Types **Overview** Product Types allow you to classify your assets into logical categories, such as "Hardware," "Software," or "Virtual Machines." Beyond simple categorization, this feature lets you create a hierarchical structure (e.g., *Software > Adobe*) and define custom fields specific to each type. For example, a "Software" asset might need a "Version Number" field, while a "Laptop" asset needs a "Screen Size" field. #### **Step-by-Step Guide** **1. Navigate to Product Type Settings** Access the product type configuration from the asset settings menu. * From the main menu, go to Settings (1). * Under the `Asset` section (2), click on Product Type (3). **2. Create a Main Product Type** To create a new top-level category (like "Software" or "Hardware"): * Type the name of the category into the input field at the top of the main window (4). * Click the large plus (+) button (5) to add it to the list.

**3. Create a Sub-Type (Optional)** You can build a hierarchy to organize your assets more precisely. * Select the parent category from the list (e.g., Software) (1). * Click the small plus (+) icon (2) located directly on that row. This will prompt you to name a new sub-type (e.g., "Siemens") that is nested under the parent.

**4. Define Custom Fields** Once your type is created, you can define exactly what data needs to be tracked for it. * Select the specific product type you want to configure (e.g., Siemens) (1). * On the right side, use the field buttons (2) to add custom properties: * Text: for alphanumeric data like "Version." * Number: for counts or values. * Date: for expiration or release dates. * Checkbox: for yes/no options. * Dropdown: for selecting from a list. * In the example shown, "Version" and "Release Date" fields have been added. Any asset created under this type will now prompt the user to fill in these specific details.

# How to configure a product **Overview** In BoolDesk, a Product is a template or model for the physical and virtual assets you track. For example, the "Lenovo ThinkPad X1 Carbon" is a product. The individual laptops you own, each with a unique serial number, are the Assets based on that product. Creating products first standardizes your inventory and makes adding individual assets much faster and more consistent. #### **Step-by-Step Guide** **1. Navigate to Product Settings** First, go to the administrative section where products are managed. * From the main menu, go to **Settings** (1). * Click on the **Asset** section to expand its options. * Select **Product** (2 & 3). **2. Add a New Product** On the Product management page, click the **Add Product** button (4) in the top right corner to open the creation form.

**3. Define the Product Details** In the "**Product**" window, fill in the specifications for the asset model. * **Type:** Select the general type of product from the dropdown (e.g., "Laptop," "Monitor," "Software"). * **Name:** Enter the specific, official model name, such as "Lenovo ThinkPad X1 Carbon." * **Description:** Add key details and specifications, like "Intel Core i7, 64 GB Memory, 1TB HDD." * **Manufacturer:** Enter the brand name, such as "Lenovo." * Click **Save**.

Your new product is now saved in the catalog. When you add a new individual asset to your inventory (like a specific laptop you just purchased), you can select this product to automatically populate its details, saving time and ensuring consistency. # How to Create Asset Statuses **Overview** Asset Statuses are labels that reflect the current stage of an item's lifecycle, such as "In Use," "In Repair," "In Store," or "Disposed." Defining clear statuses is crucial for accurate inventory management, allowing you to quickly see which assets are available for deployment and which are currently unavailable or retired. #### **Step-by-Step Guide** **1. Navigate to Asset Status Settings** Access the asset status configuration section from the settings menu. * From the main menu, go to Settings (1). * Under the `Asset` section (2), click on Status (3). * Click the Add Asset Status button (4) in the top right corner.

**2. Define the New Status** In the pop-up window, fill in the details for the new status label. * Name: Enter a clear name for the status (e.g., `Available`). * Description: Add a brief description to explain what this status means (e.g., "Asset is in stock and ready to be assigned"). * Click Save to add the new status to your system.

# How to Add Partners **Overview** Partners represent the external suppliers, vendors, or service providers that your organization works with. By adding them to BoolDesk, you can link assets to specific vendors (e.g., tracking that a laptop was purchased from "Dell Technology") and keep essential contact information readily available for maintenance or warranty claims. **Step-by-Step Guide** **1. Navigate to Partner Settings** Access the partner management section from the asset settings menu. * From the main menu, go to Settings (1). * Under the `Asset` section (2), click on Partners (3). * Click the Add Partner button (4) in the top right corner.

**2. Configure Partner Details** In the pop-up window, fill in the information for your vendor. * Partner Information: Enter the `Partner Name` (e.g., "Dell Technology") and a `Description` (e.g., "Hardware Supplier"). You can also add their general contact details like address, email, and website. * Contact Information: Add specific details for your account manager or point of contact, such as `Contact Person`, `Contact Phone`, and `Contact Email`. * Click Save to add the partner to your directory.

# How to Create Asset Assignment Forms **Overview** Assignment Forms are used to formalize the handover of assets to employees. You can design custom HTML templates that automatically pull in specific details—such as the employee's name, the device's serial number, and the assignment date. This ensures you have standardized, professional documentation for every asset you issue. #### **Step-by-Step Guide** **1. Navigate to Assignment Form Settings** Access the form builder from the asset settings menu. * From the main menu, go to Settings (1). * Under the `Asset` section (2), click on Assignment Form (3). * Click the Add Form button (4) in the top right corner.

**2. Design the Form Template** The "Edit Assignment Form" window provides a split-screen editor where you can code your template and see the results in real-time. * Name: Give your form a descriptive name (e.g., `Device Assignment Form`). * Placeholders: At the top of the editor, you will see a list of blue chips (e.g., `{{user.displayname}}`, `{{asset.hardware.serial}}`). These are dynamic tags. When you use them in your code, BoolDesk will automatically replace them with the actual data from the system when the form is generated. * HTML Editor (Left Pane): Paste or write your HTML code here. You can include CSS styles to match your company branding, add tables, and format the text exactly how you want it. * Live Preview (Right Pane): As you edit the code on the left, the right pane updates immediately to show you exactly how the final document will look. * Click Save to store the template.

# Help Desk # How to define business hours **Overview** Business hours are essential for defining the active working periods for your helpdesk. By setting your company's operating days and times, you can accurately measure response and resolution times for your Service Level Agreements (SLAs). This guide will walk you through the process of creating and configuring a new business hours schedule. #### **Step-by-Step Guide** **1. Navigate to Business Hours** First, you need to access the Business Hours management page. * From the main navigation panel on the left, click on Settings (1). * Under the `Helpdesk` section, click on Business Hours (2 & 3). **2. Add a New Schedule** * On the Business Hours management page, click the Add Business Hours button (4) to open the configuration window.

**3. Configure Your Business Hours** Now, you will define the specifics of your new schedule. * **(1) Name:** Enter a descriptive name for this schedule in the `Name` field. For example, "Standard Weekday Hours" or "US Support Team." * **Description (Optional):** Add a brief description for more context about when this schedule applies. * **(2) Set as SLA Default:** Enable this toggle if you want these business hours to be the default schedule for all new SLAs. This saves you from having to select it manually each time. * **(3) Determine Working Days and Hours:** * Use the toggle switches on the right to enable or disable each day of the week. * For each enabled day, use the dropdown menus to select the start and end times of your operations. * In the example below, the schedule is set for Monday through Friday, from 08:00 to 17:00. * **Holidays:** Click the Add Holiday button to specify dates when your helpdesk will be closed. SLA timers will automatically pause on these defined holidays. **4. Save Your Schedule** * Once you have finished your configuration, click the Save button to create the new business hours schedule. It will now be available to apply to your SLA policies.

# How to create a new category **Overview** Categories are essential for organizing and classifying tickets within your helpdesk. They provide a hierarchical tree structure (e.g., IT -> Hardware -> Printer) that helps route tickets, apply specific workflows, and present relevant custom fields. You can also use categories to control which ticket types are visible to different groups of requesters, tailoring the helpdesk experience for your users. #### **Step-by-Step Guide** **1. Navigate to Categories** To begin creating and managing your ticket classification system, go to the Categories page. * From the main navigation panel, click on Settings (1). * Under the `Helpdesk` section, select Categories (2 & 3). **2. Create a Main Category** Start by creating your top-level categories. * In the `Add main category...` field (4), type the name of a high-level category (e.g., "IT," "Human Resources," "Facilities"). * Click the plus icon (+) (5) to add it to your category list.

**3. Build Your Hierarchy (Add Subcategories)** Once a main category exists, you can build a tree structure with more specific subcategories and items. * Select the desired parent category from the list on the left (e.g., "IT"). * Click the plus icon (+) that appears next to the category name to add a new subcategory directly beneath it. * Repeat this process to create as many levels as you need to properly classify your service requests.

**4. Configure Category Settings** Select any category or subcategory from the list to manage its specific settings on the right-hand side of the screen. * **Visibility:** Enable the Show category to requesters toggle (2) if you want end-users to be able to select this category when submitting tickets. * **Permissions:** Once visibility is enabled, a `Permission` dropdown (3) will appear. Here, you can keep it visible to "All Users" or restrict access to specific User Groups you have created. * **Custom Fields:** Add category-specific fields by clicking the Text, Number, Date, Checkbox, or Dropdown buttons. These special fields will only appear on the ticket form when a user selects this specific category.

**5. Save Your Changes** * After configuring a category's visibility, permissions, or custom fields, click the Save button (4) to apply your changes. # How to configure the SLAs **Overview** Service Level Agreements (SLAs) are crucial for tracking and enforcing response and resolution time targets based on ticket priority. Each SLA can be assigned to specific conditions like ticket category, department, company, or assigned group. This allows you to create tailored service expectations for different types of requests. This guide will show you how to create a new SLA policy and define its time targets and conditions. *** #### Step-by-Step Guide **1. Navigate to SLA Management** First, you need to go to the SLA configuration area in your BoolDesk settings. * From the main navigation panel on the left, click on Settings (1). * Under the `Helpdesk` section, click on SLA (2 & 3). **2. Add a New SLA Policy** * On the SLA management page, click the Add SLA button (4) in the top right corner to open the settings window.

**2. Add a New SLA Policy** * On the SLA management page, click the Add SLA button (4) in the top right corner to open the settings window. **3. Define the SLA Policy** In the SLA Settings window, you will configure the name, time targets, and conditions for your policy. * **Name:** Give your SLA a clear and descriptive name, such as "Hardware Support SLA" or "VIP Customer SLA." * **Set SLA Time Targets:** For each priority level (Urgent, High, Medium, Low), you must define two key time targets: * **First Response Time (First Column):** This is the maximum time allowed for an agent to send the *first reply* to the customer. * **Resolution Time (Second Column):** This is the maximum *total time* allowed to resolve the ticket from the moment it is created. * ***Example:*** For an Urgent ticket, the policy in the screenshot requires a first response within 5 Minutes and a full resolution within 30 Minutes. * **Set SLA Conditions:** Conditions determine which tickets this SLA policy will automatically apply to. * First, choose whether the ticket must Match all conditions (AND) or Match any conditions (OR) for the policy to apply. * Click the Add button to create a condition. You can build rules based on ticket properties, such as `Category IS Hardware Issue` or `Department IS Finance`. **4. Save the SLA Policy** * Once you have configured all the details, click the Save button to activate your new SLA policy.

# How to define the SLA matrix **Overview** The SLA Priority Matrix is a powerful tool that helps automatically determine and assign the priority of a ticket by combining its Impact and Urgency. * Impact reflects how many people are affected by an issue (e.g., a single user, a department, or the whole company). * Urgency reflects how time-sensitive the resolution is. The priority level determined by this matrix (e.g., Urgent, High, Medium, or Low) is then used by your SLA policies to calculate the required response and resolution times. *** #### **Step-by-Step Guide** **1. Navigate to the SLA Matrix** *(Note: Based on previous documents, the path is likely the following.)* * From the main navigation panel, go to Settings > Helpdesk > SLA Matrix. **2. Configure the Priority Mapping** The matrix page allows you to set a resulting priority for every combination of Impact and Urgency. * Your goal is to configure each cell where an Impact row and an Urgency column intersect. * Click the dropdown menu in each cell to select the resulting Ticket Priority you want to assign for that specific combination. * Example: In the screenshot, an issue that impacts a single user ("Only Me") but has a "High" urgency is automatically assigned a "High" ticket priority. Similarly, an issue with "Company Wide" impact and "High" urgency is also assigned a "High" priority. **3. Save Your Configuration** * Once you are satisfied with all the priority mappings in your matrix, click the Save Changes button to apply your new automation rules. From now on, when a ticket is created or updated with a specific Impact and Urgency, BoolDesk will use this matrix to set the correct priority automatically.

# How to Add Analysts **Overview** Analysts are the support agents responsible for handling tickets, managing assets, and resolving user issues. By adding a user as an analyst, you are upgrading their permissions from a standard requester to a helpdesk staff member. You can further refine their access by assigning specific roles and scopes (e.g., limiting them to only see tickets from their own department). #### **Step-by-Step Guide** **1. Navigate to Analyst Settings** Access the analyst management section from the helpdesk settings. * From the main menu, go to Settings (1). * Under the `Helpdesk` section (2), click on Analysts (3). * Click the Add Analyst button (4) in the top right corner.

**2. Select User and Assign Role** In the "Assign User Role" window, you will select the user and define their level of access. * User: Search for and select the existing user you wish to promote to an analyst (e.g., "John Doe"). * Role & Scope: *Note: While the dropdown in the screenshot is empty, this is where you would typically select a Role (like "Technician" or "Supervisor") and a Scope (defining if they can see all tickets, or only those assigned to them).* * Click Save to finalize the promotion.

# How to create an analyst group **Overview** Analyst groups allow you to organize your support staff into functional teams, such as "IT Support," "HR Analysts," or "Billing Department." Instead of assigning tickets to individuals, you can assign them directly to a group, improving collaboration and flexibility. Each group can have an auto-assignment policy enabled (either Round-Robin or Load Balanced) to automatically distribute the workload evenly among the group's members. *** #### **Step-by-Step Guide** **1. Navigate to Analyst Groups** First, access the group management area from the main settings. * From the main navigation panel, click on Settings (1). * Under the `Helpdesk` section, select Analyst Groups (2 & 3). **2. Add a New Analyst Group** * On the Analyst Groups page, click the Add Analyst Group button (4) to open the creation window.

**3. Configure the Group Details** In the pop-up window, you will define the name, members, and assignment rules for your new group. * Name: Enter a descriptive name for your team in the `Name` field (e.g., "Network Admins," "Tier 1 Support"). * Group Members: Click into the `Select User` field to search for and add the desired analysts to this group. You can typically add multiple members. * Auto Assign: If you want BoolDesk to automatically distribute tickets that are assigned to this group, enable the `Auto Assign` toggle. This helps ensure an even workload and quick ticket pickup by available analysts. **4. Save the Group** * Once you have finished configuring the group, click the Save button. Your new analyst group will now be available as an assignee for tickets and can be used in your workflow and business rules.

# How to create a user group **Overview** User groups are used to organize your requesters (customers or end-users) based on criteria like department, location, or company. By grouping users, you can efficiently control their access to specific service requests, ticket categories, and other resources, making your permission management more flexible and secure. Membership can be managed manually, or it can be configured to automatically sync based on a user's email domain or Azure AD group, simplifying the onboarding process. #### **Step-by-Step Guide** **1. Navigate to User Groups** To begin, you'll need to go to the User Groups section in the settings panel. * From the main navigation panel on the left, click on Settings (1). * Under the `Helpdesk` section, select User Groups (2 & 3). **2. Add a New User Group** * On the User Groups management page, click the Add User Group button (4) to open the configuration window.

**3. Configure the Group Details** In the User Group window, you will define the group's name and how its members are managed. * **Name:** Enter a clear and descriptive name for the group in the `Name` field, such as "Finance Department," "VIP Customers," or "New York Office." * **Membership Policy:** Select how members will be added and maintained in this group. * **Manual:** Choose this option to add users individually. A `Group Members` field will appear below, where you can search for and select each person you want to include in the group. * **Auto Assign:** Choose this option to have BoolDesk automatically manage group membership based on defined rules (like a user's email domain or Azure AD group). This is the ideal choice for automatically managing access as employees join or leave a department. **4. Save the Group** * After configuring the name and membership policy, click the Save button. Your new user group is now created and can be used in the permission settings for service catalog items, ticket categories, and other areas of your helpdesk.

# How to Create and Configure a Service Catalog Item **Overview** Service Catalog items are the pre-defined services and products that your users can request, such as software, hardware, or access permissions. By creating a catalog item, you can standardize the request process. Each item can have its own unique icon, set of permissions, and custom fields (like "Business Justification" or "Manager") to ensure you gather all the required information from the user upfront. This streamlines fulfillment and reduces back-and-forth communication. #### **Step-by-Step Guide** **1. Navigate to Service Catalogs** First, go to the administrative section where you build and manage your service catalog. * From the main menu, go to Settings (1). * Under the `Helpdesk` section, click on Service Catalogs (2 & 3). **2. Create or Select a Category** Your service items must be organized into categories (e.g., "Hardware," "Software," "Application Access"). * To create a new one, type a name in the `Add new category...` field and click the plus icon (+) (4). * To add a service to an existing category, simply select that category from the list (1), as shown in the next step.

**3. Add a New Service Item** * With the correct category selected (1), click the New Service button (2) in the top right corner.

**4. Configure the Service Item** This form allows you to define everything about your new service item. * **(1) Photo:** Upload a custom icon or logo for the service. This helps users quickly identify it in the catalog. * **(2) General Settings:** * **Service Name:** The official name of the item (e.g., "Atlassian (Jira, Confluence and Bitbucket)"). * **Description:** A brief explanation of the service for the user. * **Category:** Confirm the category this item belongs to. * **Permission:** Set who can see this item (e.g., "All Users" or specific User Groups). * **(3) Custom Fields:** * This is where you build the unique form for this request. Drag and drop fields like Text, Number, Date, Dropdown, or File to ask for specific information. * In the example, fields for "Business justification," "When do you need this service?," and "Manager" have been added. * **Save Your Work:** Once you have configured all the fields, scroll down and click the Save Changes button.

Your new service item is now complete and will be visible in the Service Catalog for all users who have permission to see it. # How to Customize the Incident Form Layout **Overview** You can control the layout and arrangement of fields on the "Report an Issue" (Incident) form that your users see. By using the drag-and-drop interface, you can decide which fields appear, their order, and whether they are in a left or right column. This helps you tailor the form to your organization's workflow and ensure the most important information is captured logically.

#### **Step-by-Step Guide** **1. Navigate to the Custom Form Editor** To begin customizing the incident form, go to the layout editor in the admin settings. * From the main menu, go to Settings (1). * Under the `Helpdesk` section, click on Custom Form (2 & 3). **2. Design Your Form Layout** The "Incident Form Management" screen (4) provides a simple, three-column layout editor. * **AVAILABLE:** This column holds all fields that are not currently being used on your form. * **LEFT:** Fields placed in this column will appear on the left side of the user's "Report an Issue" form. * **RIGHT:** Fields placed here will appear on the right side, creating a two-column layout. To build your form, simply drag fields from the AVAILABLE list into the LEFT or RIGHT columns. You can also reorder fields by dragging them up or down within their column. **3. Update and Review the Result** * Once you are happy with the arrangement of your fields, click the **Update** button at the bottom of the page to save your changes. This new layout will be active immediately. The configuration you set in the admin panel will now be seen by all users. The "Left" and "Right" columns you defined (Category, Subcategory, Item on the left; Urgency, Impact, Requester on the right) will create the clean, two-column form shown below.

# How to configure business rules **Overview** Business Rules are a set of global policies that help you enforce data quality and standardize the ticket lifecycle. These rules are divided into two main categories: * **Ticket Creation Rules:** Ensure all necessary information is captured upfront when a ticket is submitted. * **Ticket Closure Rules:** Define the conditions for how and when a ticket can be manually or automatically closed. Configuring these rules leads to better ticket data, more accurate reporting, and a smoother workflow for both users and analysts. #### Step-by-Step Guide **1. Navigate to Business Rules** First, you need to access the Business Rules configuration page. * From the main navigation panel, click on Settings (1). * Under the `Helpdesk` section, select Business Rules (2 & 3). **2. Configure the Rules** The Business Rules page is divided into two sections. Configure the options in each section to match your company's operational policies. **A. Ticket Creation Rules** This section focuses on requirements at the beginning of a ticket's life to ensure high-quality submissions. * **Field Requirements:** Use the toggle switches to mandate that users select a `category`, `subcategory`, `impact`, or `urgency` when creating a ticket. In the example, `Require subcategory on ticket creation` is enabled to ensure better classification from the start. * **Minimum Lengths:** Set a minimum character count for the `subject` and `description` fields to prevent users from submitting tickets with little to no information.

**B. Ticket Closure Rules** This section defines the conditions required to close a ticket and automates the closing process for inactive tickets. * **Manual Closure Requirements:** Enforce best practices by requiring certain fields to be filled before an analyst can manually close a ticket. For example, you can enable `Require category before closing` or `Require worklog entry before closing` to ensure all tickets are complete and properly documented. * **Automatic Closure Policies:** Automate the closing of resolved tickets to keep your ticket queue clean. You can set rules like `Days until auto-close after resolution` or `Close after user inactivity (days)`. **3. Save Your Changes** Review your settings for both the creation and closure sections. Any changes you make are typically saved automatically. Ensure your configuration is set as desired before navigating away from the page.

# How to create a workflow # How to Create Resolution Templates **Overview** Resolution Templates allow your support team to quickly resolve tickets with pre-defined responses. Instead of typing out the same solution for recurring issues (like "Password Reset" or "Printer Fix"), an analyst can simply select a template. These templates can also automatically log work time, ensuring accurate tracking of effort with minimal clicks. #### **Step-by-Step Guide** **1. Navigate to Resolution Template Settings** Access the template configuration section from the helpdesk settings. * From the main menu, go to Settings (1). * Under the `Helpdesk` section (2), click on Resolution Template (3). * Click the Add Resolution Template button (4) in the top right corner.

**2. Configure the Template Details** In the pop-up window, define the content of your solution. * Name: Enter a clear name for the template (e.g., `Print Resolution Template`). * Template Body: In the rich text editor, write the standard solution text that will be added to the ticket closure notes. **3. Specific Automatic Worklog (Optional)** A powerful feature of resolution templates is the ability to automatically log time when the template is used. * Add Worklog: Toggle this switch to On if you want this template to record time automatically. * Work Log Description: Enter the text that will appear in the worklog entry (e.g., "QUICK FIX SUMMARY: Restart printer"). * Work Log Duration: Specify the time in minutes (e.g., `10`) that should be logged for this task. * Click Save to finish creating the template.

# How to add a CAB group **Overview** Change Advisory Board (CAB) groups are pre-defined teams of stakeholders who are responsible for reviewing and approving change requests. Creating specific groups for different functions (e.g., IT Operations, Security, Finance) streamlines the approval process. It allows change managers to quickly select the correct review board for any given change, ensuring the right experts are always involved. #### **Step-by-Step Guide** **1. Navigate to CAB Groups Management** First, go to the administrative section where CAB groups are configured. * From the main menu, go to **Settings** **(1)**. * Under the `Helpdesk` section, click on **CAB Groups (2 & 3)**. * Click the **Add CAB Group** button **(4)** in the top right corner to open the creation form.

**3. Define the CAB Group** In the window that appears, fill in the details for your new review board. * **Name:** Give the group a clear, descriptive name that reflects its purpose, such as "Finance CAB." * **Description:** Briefly explain the group's responsibilities (e.g., "Responsible for reviewing changes that affect financial systems"). * **Group Members:** Use the dropdown menu to search for and add all the individuals who are members of this specific CAB. * Click **Save** to create the group.

Your new CAB group is now created. It will be available for selection whenever an analyst or change manager uses the "Request Approval" feature on a change request. # Notifications # Logs # Audit # Operations # System Settings # How to Deploy the Windows Agent **Overview** The BoolDesk Agent is a lightweight software client that runs on your organization's computers. Once installed, it automatically communicates with the BoolDesk server to report hardware specifications, installed software, and system status. Installing the agent is the primary way to populate your asset inventory with accurate, real-time data. #### **Step-by-Step Guide** **1. Access the Agent Download Menu** To find the installation script, you can use the Quick Action menu from anywhere in the platform. * Click the plus icon (+) (1) located in the top header of the application. * From the quick create menu, locate the agent section on the right side. * Click on Windows Agent (2).

**2. Copy the Installation Script** A "Windows Agent – Setup Script" window will appear. This window provides a pre-configured PowerShell script that handles the entire installation process, including downloading the installer and connecting it to your specific BoolDesk instance with the correct tokens. * Review the Script: The script includes your specific API URLs (`AGENTAPIEXTERNALBASEURL`, etc.), your `ENROLLMENTTOKEN`, and your unique `TENANTID`. * Copy: Click the copy icon in the top right corner of the black code block to copy the full command to your clipboard. **3. Run the Script on the Target Machine** To complete the installation: 1. Log in to the Windows computer you want to manage. 2. Open PowerShell as an Administrator. 3. Paste the command you copied in the previous step. 4. Press Enter to run it. The script will automatically download the `BoolDeskAgent.msi` file, install it silently, and register the computer in your BoolDesk inventory.

# Users - Roles - Groups # How to Add Users Manually **Overview** If you need to grant access to someone who is not in your corporate directory (Active Directory) or if you are setting up a test account, you can manually create a user profile in BoolDesk. This gives the user a dedicated login, allowing them to submit tickets, view assets, or perform analyst duties depending on the roles you assign later. #### **Step-by-Step Guide** **1. Navigate to User Settings** Access the user management section from the system settings. * From the main menu, go to Settings (1). * Scroll down to the `System` section and click on Users (2). * Click the Add User button (3) located at the top left of the user list.

**2. Enter User Information** In the "Add User" window, fill in the required account details. * Account Credentials: Create a unique Username (e.g., `Joe.Dou`) and enter the user's Email address. * Personal Details: Enter the Name and Surname (e.g., "Joe" and "Doe"). The Display Name will automatically populate, but you can edit it if needed. * Password: Set a secure initial Password and confirm it. * Preferences: Select the user's preferred Language (e.g., English) and Time Zone (e.g., UTC) to ensure their interface and ticket timestamps are correct. * Click Save to create the new account.

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